Week 14 problems.docx - P14-1 Financial Return on invested...

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P14-1: Financial: Innovation and learning: Return on invested capital Employee training hours Earnings growth Employee turn over Percent empty seats Customer: Internal business processes: Lost baggage Lost baggage On time-arrivals On-time arrivals Number of frequent flyers P14-3: a. The balanced scorecard helps articulate the firm’s strategy throughout the organization. The BSC uses a number of financial and non-financial performance measures to help guide and motivate managers. A BSC converts an organization’s value drivers such as customer service and financial performance to a series of defined metrics. Companies record and analyze these metrics to help determine if they are achieving strategic goals. b. Analyzing Lush’s balanced scorecard metrics over the last three years shows that the average bonus payout from the four metrics has been increasing, but at the expense of financial performance.
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